Manager, Guest Experience

Position: Manager, Guest Experience

Department: Guest Experience

Role Overview: Lincoln Center's Guest Experience team seeks a highly motivated, customer service-oriented Manager to supervise CenterCharge, which serves as the primary point of phone and email contact for all Lincoln Center for the Performing Arts ticketing and guest inquiries. The Manager oversees the daily operations of the fully remote team, supporting our departmental goal of providing the utmost in customer service in all guest interactions.

The Manager will also be responsible for the coordination and scheduling of our 200+ part-time staff, including CenterCharge Representatives, Ushers, Guest Experience Representatives and seasonal volunteers. Oversight of these schedules includes inputting of shifts, clear communication to staff, and consistent daily monitoring of email and databases for shift changes and call outs. The Manager will work closely with our house management team to ensure all events are properly staffed.

This role is primarily on-site with some opportunity for remote work hours.

What you'll get to do here:

• Serve as liaison between CenterCharge and Lincoln Center resident arts organizations, box office personnel, Venue Sales, Marketing and Communications, and Programming to ensure that all needs are met in relation to ticket sales through CenterCharge.
• Hire, train, supervise, and schedule staff, and work with People Team and Payroll for processing paperwork and weekly payroll.
• Provide reporting support on call/email/sales volume as well as assist with financial sales reconciliation.
• Assist with the implementation of systems and procedures to maintain and improve excellent customer service and sales.
• Program various events for sale in systems.
• Provide managerial support to staff during operating hours (Monday-Friday, 10am-6pm) for all customer service matters and escalate matters to senior management as appropriate.

• Schedule various part-time staffing groups on the Guest Experience team.
  • Follow the defined schedule timelines per labor group to input shifts into scheduling databases.
  • Gather staff availability and assign shifts, adhering to any set Union Labor contract rules and non-union work rules.
  • Maintain clear communication with management and staff for any shift changes, cancellations or other pertinent event details.
• Help maintain general Guest Experience email inbox and help craft/review appropriate institutional responses.
• Identify trends from feedback received from guests and offer solutions to continually improve the guest experience.
• Assist with training and onboarding for seasonal interns and volunteers.
• Maintain regular updates of department documents and staff manuals
• Complete additional administrative duties and projects as the opportunity arises, as this is not an exhaustive list of responsibilities.

• 4+ years of related customer service and hospitality experience; arts-related is preferable
• 2+ years of supervisory experience with inbound sales and/or ticket sales is preferable
• A proven ability to train, supervise, evaluate, and motivate staff
• Ability to manage and organize large and diverse groups of people
• Flexibility and adaptability, including the ability to work a flexible schedule; some weekends and evenings may be required
• Excellent written and verbal communication skills
• Adept at and thrives at handling a variety of detailed tasks simultaneously in a fast-paced environment
• Tech savvy and experience using Microsoft Office Suite
• Familiarity with and experience in staff training on scheduling, ticketing and call center platforms
• Bachelor's degree or equivalent combination of education and experience

• Knowledge of, and an affinity for, the performing arts
• Ability to communicate in multiple languages
• Experience with Tessitura, ArtsVision or Zoom Contact Center, or similar ticketing and scheduling systems

• Sensory-Friendly 'Big Umbrella Festival' Returns To Lincoln Center
• Tony Winner Shaina Taub to Perform at Lincoln Center in American Songbook
• De La Soul playing "choose-what-you-pay" show at Lincoln Center
• Lincoln Center to Present Groundbreaking Acts at globalFEST 2025

• Lincoln Center Taps Education Leader as Next President
• Clint Ramos Named as Lincoln Center's Artist-in-Residence
• The 'Converse Conductor' Fighting Elitism in Classical Music
• For Lincoln Center's West Side, A New Story

• Before Lincoln Center, San Juan Hill Was a Vibrant Black Community
• Lincoln Center Launches San Juan Hill Project Digital Hub To Remember the Lost Urban Neighborhood
• Lincoln Center lanza plataforma para rescatar la cultura de un barrio negro
• 'San Juan Hill: Manhattan's Lost Neighborhood' Premiering at Lincoln Center